Senior Federal Program Manager - Contact Center And Unified Communications

Verizon Communications Ashburn , VA 20147

Posted 2 months ago

What you'll be doing...

The Senior Manager of the Program Management office supporting the Federal Contact Center and Unified Communications Centers of Excellence will provide strategic vision and tactical direction for the UC/CC accounts, teams, and customers. Responsible for project and program oversight, business planning, market analysis, support for new business development and coordination of key services to advance the organization. This leader is professionally prepared to assume a dynamic management role, providing leadership and guidance to a team supporting multiple complex programs and projects.

The Senior Manager will be the Subject Matter expert in UC and CC technologies, such that you are able to remain vendor agnostic yet provide technical expertise before, during, and after an implementation. Robust experience in the UC/CC space and mastery of programs/projects within span to be able to respond to customer questions on the fly as well as provide consultation and oversight to project, engineering, and operations teams. Key additional responsibilities will include but not limited to:

  • Negotiating contracts or SOWs with vendors and customers alike. Interact and be responsive to customers of all levels with a focus on strong customer service and satisfaction.

  • Manage individual resources and teams supporting individual programs with attention to increasing innovation, energy, and motivation. Interacts with program officials regarding issues and status of the project.

  • Coordinates financial and staffing resources.

  • Monitors and analyzes performance data and reports results, coordinates training activities to keep staff current on agency programs and customer service objectives.

  • Manages the activities of Sub-Contractors.

  • Prepares operations and management reports organizes, tracks, reports and communicates current status of program projects.

  • Research and present information about new and innovative technologies and how the program could leverage those technologies into current processes and procedures.

  • Create, revise, and update programs standard operating procedures.

  • Keeps Federal Program Manager and CORs abreast of new, existing, and possible emerging program issues or concerns.

  • Interfaces with stakeholders to assure communications are comprehensive, understandable and meet or exceed expectations

What we're looking for...

You'll need to have:

  • Bachelor's degree or four or more years of work experience.

  • Six or more years of relevant work experience.

  • Contact Center experience.

  • Experience with Unified Communications.

  • PMP Certification.

  • Eligible to obtain and maintain a government issued security clearance.

Even better if you have:

  • Master's degree

  • Experience leading a team.

  • ITIL certification.

  • Excellent oral and written communication skills.

  • Analytical, planning, business development and problem-solving skills with a strong ability to develop financial models and internal/external research to support business decisions.

  • Communication and interpersonal skills that enable comfortable interaction with senior executives, boards, physicians and community leaders.

  • Self-motivation and ability to perform with minimal supervision.

  • Experience with performing detailed market assessments and successfully negotiating contracts.

  • Ability to manage multiple priorities and effectively manage time in fast-paced, self-directed environment.

  • Proven ability to lead and influence cross-functional work groups, manage project teams and achieve results.

  • #CustomerOperations

When you join Verizon...

You'll have the power to go beyond doing the work that's transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you'll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we'll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.


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Senior Federal Program Manager - Contact Center And Unified Communications

Verizon Communications